Inbound-Outbound Recording: Issues!

[vipdesktim]

Our company currently utilizes a call recording server that records all inbound and outbound calls. On the inbound calls we clearly state that the call may be recorded for quality and training purposes; not so on our outbound calls, however. I am aware of state and federal regulations in which some states require that one party be aware the call is being recorded, and other states in which both parties must be made aware.

We do not preface our outbound calls with any notice about the call being recorded - it is simply too awkward for us to call someone back regarding information they requested, with a statement that we are recording the conversation.

These outbound recorded calls are important to us for customer resolution, training, and for clarification if the CSR forgets something that was mentioned on the call. Is there anything we can do to avoid stating the message on the outbound call? Can we comply with regulations if, on the initial inbound call, we include a statement that says all calls, inbound and outbound, regarding their request may be recorded?

Many Thanks!


P.S I know that there are some big call centers operating for major companies that record all calls - I wonder if they address the FCC compliance issue somehow on outbound calls (via card member agreements they sign up front, for example) or if they are simply uninformed....